Duty Manager

**Company Description**

**Sunway Resort Hotel in Selangor, Malaysia is an all-in-one hotel experience with unrivalled access to shopping, dining, and entertainment. The hotel is located only 35 minutes from Kuala Lumpur International Airport and offers leisure and business travelers an authentic Malaysian stay. Guests can enjoy sweeping resort and city skyline views, explore the hotel's connected shopping mall and theme park**

**Job Summary**:
Duty Manager is a supervisory role within the hospitality industry, responsible for overseeing the daily operations of the front desk and ensuring the smooth functioning of the front office department. They play a crucial role in providing excellent customer service and ensuring guest satisfaction.

**Responsibilities**:

- **Supervising Front Office Operations**:
The Front Office Duty Manager oversees the day-to-day operations of the front desk, ensuring efficient check-in and check-out procedures, managing guest requests and inquiries, and resolving any issues or complaints that arise during the shift.
- **Managing Front Office Staff**:
They are responsible for supervising and coordinating the front office team, including front desk agents, concierge staff, and bellmen. This involves assigning duties, providing guidance and training, and ensuring that all staff members adhere to standard operating procedures and deliver exceptional customer service.
- **Guest Services**:
The Duty Manager ensures that guests receive a warm and welcoming experience from the moment they arrive. They assist with guest check-in and check-out processes, handle guest requests and special needs, and ensure prompt and accurate billing procedures.
- **Reservation Management**:
They oversee the reservation process, ensuring that bookings are accurately recorded and reservations are managed efficiently. They may assist in managing room inventory, optimizing occupancy rates, and coordinating with the sales and marketing team to implement promotional activities.
- **Handling VIP and Special Guests**:
The Duty Manager gives special attention to VIP and high-profile guests, ensuring their needs and preferences are met. They may coordinate special requests, such as room upgrades, amenities, or personalized services, and maintain effective communication with other departments to ensure smooth arrangements.
- **Shift Management**:
They oversee the scheduling and allocation of staff to cover front desk operations during different shifts. They ensure appropriate staffing levels to meet guest demands and handle any staffing issues, such as absences or emergencies, by arranging replacements or adjusting schedules.
- **Problem Resolution**:
The Duty Manager handles guest complaints, concerns, and issues, striving to find prompt and satisfactory resolutions. They maintain a calm and professional demeanor, actively listen to guests' feedback, and take appropriate action to address their concerns.
- **Financial Responsibilities**:
They assist in managing financial transactions at the front desk, including cash handling, credit card transactions, and billing processes. They ensure accurate record-keeping, monitor revenue and expenses, and assist in preparing financial reports as required.
- **Training and Development**:
The Duty Manager provides training and guidance to front office staff, ensuring they have the necessary skills and knowledge to perform their roles effectively. They conduct regular performance evaluations, identify training needs, and provide coaching or training sessions to enhance the team's performance.
- **Safety and Security**:
They maintain a safe and secure environment for guests and staff. They are familiar with emergency procedures, monitor security systems, and ensure compliance with safety regulations. They respond effectively to any safety or security incidents and report them to the appropriate authorities.

**Requirements**:

- **Diploma or Bachelor's Degree in Hotel Management/Hospitality**:

- **2-3 years experience as a Duty Manager or similar roles.**:

- **Previous experience in a Luxury Hotels or Resort preferred**:

- Excellent English Communications
- Ability to stay calm in the most pressure situation in front of the Guest.
- Fast, Accurate and Smooth Decision Maker in demanding situation.
- Ability to maintain professional outlook in handling extreme guest complaints.
- Experience in using Opera Cloud System is an advantage.
- Experience in handling VVIPs is a value added advantage